Service quality in the Singapore mobile phone industry after 1 April 2000 : the consumer's perspective.

• المؤلفون الرئيسيون: Phua, Kevin Tshi Howe., Koh, Kok Beng., Goh, Jayson Chor Hong.
• مؤلفون آخرون: Assafa Endeshaw Mohammed
• التنسيق: Final Year Project
• منشور في: 2008
• الموضوعات: DRNTU::Business::Marketing::Customer services
• الوصول للمادة أونلاين: http://hdl.handle.net/10356/11705
• المؤسسة: Nanyang Technological University

Provides a more customer-focused analysis of the service quality in the Singapore mobile phone industry after full liberalisation on April 1, 2000 using the SERVQUAL Model. Compares among the 3 market players: SingTel, M1 and StarHub; and attempts to highlight the possible actions likely to be taken by dissatisfied customers.